A complete guide to being a leaseholder with The Gateshead Housing Company

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1 A complete guide to being a leaseholder with The Gateshead Housing Company

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3 About this guide Who is this guide for? Leaseholders living in either a Gateshead Council owned block of flats, or a flat above shops Council tenants who are thinking of buying the leasehold of their flat Anyone who is thinking of buying a flat from a leaseholder. What is it for? To explain the rights and responsibilities of: - You as a leaseholder - The Gateshead Housing Company as the landlord and managing agent 1 To provide help and advice about being a leaseholder To tell you about the services you are entitled to. 1 Managing agent - the company that manages leasehold properties for Gateshead Council, who is the landlord. 3

4 Contents What does it include? Introduction to leaseholding Rights and responsibilities Your rights and responsibilities Our rights and responsibilities Buying and selling a leasehold property and forfeiture Service charges Insurance Repairs and maintenance Asbestos advice for leaseholders Alterations and improvements Major works Management of your block Caretaking and concierge 2 Estate Tours Neighbourhood nuisance Access to services and information for leaseholders Compliments and complaints Getting involved Further information Useful contacts Page Concierge - service that maintains the security and smooth running of six multi-storey blocks in Gateshead. 4

5 Introduction to leaseholding As well as renting homes, The Gateshead Housing Company also looks after over 800 leaseholders who previously bought flats through the government s Right to Buy scheme, or from former tenants who owned the property. This guide gives full information on what you can expect as a leaseholder from the company, and your own responsibilities. 5

6 Who can be a leaseholder? A leaseholder is either: A tenant who has bought their flat from Gateshead Council - they own their own property but not the block it s in, or the land its built on Someone who has bought a flat from a Gateshead Council leaseholder and takes over the lease Someone who inherits the lease in a will. As a leaseholder, you have to pay your flat s share of Gateshead Council s costs of maintaining the block and providing services. This is called a service charge. What is a freeholder? Gateshead Council is the freeholder, as they own the building in which you live. The Gateshead Housing Company manages Gateshead Council s housing stock and is responsible for looking after the structure, exterior and common areas of the block. What is leasehold ownership? Leasehold ownership of a flat is simply a long tenancy and the right to own a flat for the term of a lease. The lease is a contract between you and Gateshead Council. It gives you and your successors 3 the right of possession of your flat for a fixed period (125 years at first) provided you keep to the terms of the lease. The lease comes with conditions, to protect the rights of everyone with an interest in the building. The property can be bought and sold during the term of the lease. The term is fixed at the start and then decreases in length year by year. For example, after one year of a lease being available on a property the term will drop to 124 years or, if you buy a leasehold flat from someone you will take it over at the current length of its term. The lease sets out who is responsible for what - what you as the leaseholder has agreed to do; and what the landlord is required to do. You should get a solicitor to look at the terms and conditions set out in the lease before you buy it. 6

7 IMPORTANT - the lease is a legal document so please keep it in a safe place. We can provide you with a copy, at a cost, if you lose it. To request a copy of your lease you must contact the Legal Services Department, Gateshead Council, Civic Centre, Regent Street, Gateshead, NE8 1HH. Leasehold service standards The company adheres to a range of standards to ensure that you as a customer receive the best possible service. New standards are currently being developed. For further information contact the Leasehold Services Team on As a legal document, your lease can be very difficult to read and understand. We have produced a Plain English explanation of what the lease says. However, this is only a guide - the legal wording in your actual lease would be used in law if there were a disagreement over its term. A copy of the Plain English version can be obtained from the Leasehold Services Team. 3 Successors - someone who takes over the property after you. 7

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9 Rights and responsibilities If you are thinking of becoming a leaseholder, it is in your interest to understand the legal rights and responsibilities required. This guide aims to help you understand leaseholding. Please note, it is to be used as a guide only and shouldn t be used in place of legal advice. 9

10 Your rights as a leaseholder There are several laws and acts of parliament protecting your rights as a leasehold tenant. 1. You have the right to ask your landlord to keep the common parts 4 of your block in a fit state of repair. 2. You also have the right to be consulted about major repairs for which you will have to pay a share. 3. You have the right to be consulted and make observations about agreements or contracts for services that the landlord wishes to buy in from outside of the company for a period of over 12 months. For example, for cleaning communal areas. 4. You have the right to access information about service charges and to challenge how reasonable those charges are. 5. You have the right to make alterations to the inside of your flat, as long as you do not remove structural walls 5 or cause damage to the outside or shared parts of the building. 6. You have the right to expect your landlord to deal with problems in your block, such as neighbour nuisance. 7. Under the law you have the right to the quiet enjoyment of your home, to live peacefully in your flat without interference from your neighbours or the landlord, as long as you keep to the conditions of your lease. 8. You have the right to sell your lease to anyone you want to. You can also leave it to someone in your will or give it as a gift. 9. You have the right to take in lodgers or rent your flat to anyone you want to. You do not have to ask our permission, but you must let us know if you do sublet 6, as it may affect your insurance. It is important that when you take in lodgers you do not become overcrowded. You must tell your mortgage lender if you sublet your flat. If you are not sure of your rights, a solicitor can advise you or you can contact the Citizens Advice Bureau (see the list of useful contacts on page 91). Your rights are explained more fully in other sections of this guide. You can also see copies of these acts online at 10

11 Your responsibilities as a leaseholder The responsibilities of ownership As a leaseholder, you effectively become a shareholder 7 in the block you live in. You have a responsibility to: Keep the inside of the flat in good order Pay your share of the costs of managing and maintaining your block Meet the living costs such as Council Tax, gas, electricity and water rates. Living with your neighbours Living in a flat can be difficult. You may have people above or below you, and you may have to share landings and other areas. You have a right to the quiet enjoyment of your flat, as do your neighbours. We will try to deal with people who cause a nuisance to you, but equally you must not cause a nuisance to them. For example, a tenant s breach 8 of their agreement could lead to them losing their tenancy. A breach of the terms and conditions of your lease agreement could lead to you having to forfeit 9 your lease. 4 Common parts shared parts of the building including the structure, facilities and services. 5 Structural walls a wall that affects the construction of a building as it helps to carry the weight of the floor above. 6 Sublet to allow someone to rent the property from you. 7 Shareholder an individual or group of people that has a specific interest or investment in the building. 8 Breach - to break a law, rule or regulation. 9 Forfeit - lose your home as a result of breaking the legal agreements in your lease. 11

12 Ground rent Leasehold is a form of tenancy so it is subject to the payment of a rent to the landlord. Ground rent is a specific requirement of the lease and must be paid on the due date. What is ground rent? Because leasehold is a tenancy, it is subject to the payment of a rent (a small charge of 10) to the landlord. Since 28 February 2005 leaseholders in England have improved rights and protection through the Commonhold and Leasehold Reform Act As a result leaseholders will be better protected against the threat of forfeiture 10, and will have to receive a written demand from their landlord for the payment of ground rent before it is due to be paid. By law we must give you notice that your ground rent is due. This must be no less than 30 days before and no more than 60 days after the day your ground rent is due to be paid. Service charges Service charges are payments by the leaseholder to the landlord for all the services provided. You must pay your share of the costs of managing and maintaining your block. This is a legal duty set out in your lease. If you do not pay your share, you are breaking your lease agreement and we could apply to a leasehold tribunal 11 and then to the courts to have your lease forfeited. In these circumstances, you could lose your home. We will always be fair about service charges. We will explain how they are calculated, and you can challenge any charges you do not agree with. Please see pages 25 to 32 for more details. If you have any difficulties paying your service charges please contact the Leasehold Services Team on , as we may be able to help. 12

13 Insurance The lease requires Gateshead Council to take out adequate insurance for the building and its common parts, and gives the council the right to recover the cost through service charges. The policy does not cover the contents or possessions of individual leaseholders flats. Please see pages 33 to 35 for more details. Major alterations You must not do anything that is likely to damage the structure of the building or cause damage to shared services (such as plumbing to the roof tank, electricity or gas supplies, or sewerage). If you want to carry out any work that may affect the rest of the building you must first get our permission in writing. You may also need planning permission and building regulation approval. Please see pages 55 to 63 for more details. 10 Forfeiture - lose your home as a result of breaking the legal agreements in your lease. 11 Tribunal - a special court or group of people who are officially chosen to examine legal problems of a particular type. 13

14 The rights of the landlord The Gateshead Housing Company, working on behalf of the landlord, Gateshead Council, has the following rights: Management and maintenance We have the right to make decisions about: The management of your block Repairs to and maintenance of the structure and shared areas of the block Improvements to the block. We will consult you about changes in management and about major repairs and improvements. See page 56 for more details. Charges We have the right (and a legal duty) to make charges for: Ground rent Management costs Repairs to and maintenance of shared areas Improvements to the block. Right of entry We have the right to enter your property to carry out an inspection if we have reason to believe that the property is in a state of disrepair 12 or if surrounding properties have been damaged, possibly as a result of problems within your flat. However, we must give you reasonable notice that we intend to do this. Examples of this would be if you removed a structural wall, or if damage is being caused to other properties in the block. For example, if a leak in your plumbing was flooding the flats below. If we find any defects or disrepair we will inform you by letter of the repairs needed and give you notice to fix the disrepair within two months of the date you receive the notification letter. If you don t meet the terms set out in the notice we will carry out the repairs ourselves and claim the costs from you. Please note, in the case of an emergency we have the right to gain entry without having to give you reasonable notice. We would therefore secure the property and do a temporary repair, for example, to stop a leak. 14

15 The leaseholder would then be responsible for the repair within the property. If the leak is to the communal pipe then we would be responsible for the entire repair. If you live in a block of flats where there is a caretaker or concierge and you intend to leave your property unattended for any length of time, you may find it useful to leave details with them of how you can be contacted, or if there is a relative we can contact on your behalf, in the case of an emergency. Consultation By law we have a duty to consult with you about any works we intend to carry out, before entering into an agreement with a contractor. This legal obligation 13 is set out in the Landlord and Tenant Act 1985 and has now been revised in Section 151 of the Commonhold and Leasehold Reform Act 2002, which became effective on 31 October Please see page 56 for more details. The responsibilities of the landlord Repairs We are responsible for keeping the structure and shared areas of the block in good repair. Please see pages 37 to 46 for more details. 12 Disrepair - needing to be repaired. 13 Obligation - something that someone must do. 15

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17 Buying and selling a leasehold property and forfeiture There are different ways to buy and sell a leasehold property. As a leaseholder, it is important you are aware of these processes should your circumstances change and what would happen if you broke the terms of your lease. 17

18 Buying and selling a leasehold flat There are two ways you can buy the lease of a Gateshead Council flat: Under the 'Right to Buy' 14 scheme if you are a council tenant and you are already living in the flat, however there are certain conditions you have to meet By buying the lease from the present leaseholder, if the flat has already been bought under the Right to Buy and is being sold again. In both cases we recommend that you get a solicitor to act for you to protect your interests in buying the lease. It is important you know what charges are owing on the property so you can make sure they are dealt with before the sale. You may have to pay some charges owed by the previous leaseholder (unless you are the first leaseholder) if they are not cleared before the sale. IMPORTANT - if you are thinking about buying a leasehold flat it is important to find out, for your own budgeting, what the current and future service charges are likely to be and what plans there are for major works that could affect the service charge after your purchase. If you buy the lease from the previous leaseholder your solicitor must tell us straight away. As the managing agent we have the right to know who is responsible for the flat. For more information about buying the lease to your property under the Right to Buy scheme please contact Gateshead Council's Home Ownership Team on or For more information please read the following leaflets, which are available either by contacting us on , or online at publications Thinking of buying a council flat? (communities and local government) Your right to buy your home (communities and local government). 18

19 Selling your lease or leaving it in your will You have the right to sell your lease to someone as long as you tell us within 21 days of the sale, and the transfer is carried out properly. If you choose to sell your property, you may wish to approach an estate agent of your choice to advertise it on your behalf. You can also give it to someone or leave it to someone in your will. When your sale has been agreed, the buyer s solicitors will generally request information about: Your service charges Whether any major works are planned or have been consulted How your account balance stands in relation to service charges and major works that form part of a standard pre-sale enquiry. Your solicitor will need to provide this information and will contact us on your behalf to obtain the relevant details. Your management fee does not cover these costs so we will charge a fee to your solicitors. Your solicitor and the purchaser s solicitors should agree with you the payment for service charges up to the date of sale, and arrange for further payment for those that haven t been issued yet. We charge a fee to register a transfer and to record the interest of the bank or building society that has granted a mortgage against the lease. If you sell your lease, or leave it to someone else, you must make sure it s all done legally to protect your interests and the interests of the person you are selling/leaving it to. Unless there is a proper legal document to show that someone else is now the leaseholder, you will still be liable in law for any charges for the property. If you die and you have not left the lease to anyone in your will, your executors will have to decide what to do with the lease. Any service charges still unpaid will be charged against your estate. If you have anyone you want to leave your flat to, such as your partner or children, you should seriously consider making a will regardless of your age. 14 Right to Buy - a government-approved scheme that allows council tenants to buy their current home at a discounted price. 19

20 Paying back discount Under Right to Buy legislation, there is a discount repayment period of five years. If you sell your home within this period, you will have to pay back some or all of the discount. The rules of liability to repay discount are determined in your lease. If you would like to know how much discount you would be liable to pay, contact Gateshead Council s Home Ownership Team on or Moving out temporarily If you are away from home for a long period, you should provide us with your contact details or leave your address with a neighbour or the police in case of an emergency. You will have to pay your service charges while you are away from home. Buying the freehold of your block A group of leaseholders within a block have the right under law to get together and buy the freehold 15 of their block from Gateshead Council. The Right to Enfranchisement 16 can only be carried out by a special company set up by leaseholders with the intention of owning and managing the building and its freehold. For further information about buying the freehold please seek independent advice. You will find useful information about costs and valuations on the advice website for leaseholders at Alternatively we can provide you with a paper copy. If you then wish to pursue the freehold purchase please contact Gateshead Council's Legal Services on

21 Buying the loft space in your home Gateshead Council has agreed to consider the sale of loft space above leasehold flats, subject to certain conditions. The Gateshead Housing Company and the council will establish if the loft space is suitable for sale. How much will it cost? The loft will be inspected by the housing company to ensure it is not needed for communal purposes, like shared water tanks, and that it will not obstruct access for maintenance. Gateshead Council will then decide a cost, and once agreed, they will make the final decision on the sale. If the sale is agreed a lease will be completed, which will run alongside the lease for your flat. Are any types of property not eligible? Loft space that is not eligible for sale: Those in multi-storey flats Those that require access through a communal entrance in the hallway. Are there any criteria for the use of the loft space? Yes, the converted flat must remain as one dwelling. It cannot be sub-divided and must only be occupied by a single family or individual multiple occupation is strictly prohibited. What about maintenance? The housing company, on behalf of Gateshead Council, will continue to have responsibility for the external aspect of the building and the internal beams. If any work is required to the internal beams you will have to allow access, and you will be responsible for the removal and reinstatement of any coverings to the floor, walls and ceiling. For an application form or for further information contact the Leasehold Services Team on or Gateshead Council s Home Ownership Section on Freehold - legal ownership and control of a building and a piece of land. 16 Enfranchisement - giving a person or group of people a right to vote. 21

22 Subletting your home to lodgers or sub-tenants A lodger is someone who shares your home, like a member of your family does. A sub-tenant is someone who rents your flat when you are not living there. You have the right to take in lodgers or rent your flat to anyone you want to. You do not have to ask our permission, but you must let us know. You should contact our Leasehold Services Team, as subletting may affect your building s insurance. If you sublet, please give us your new address so that we can contact you. However, if you let someone else rent all or part of your home, you become their landlord and you could be creating a tenancy that could be difficult for you to end. You could have considerable difficulty making them leave if you wanted your flat back. You could also have problems selling your lease if you have a 'sitting tenant' 18. Before you agree to rent your flat to someone else, you should look into it thoroughly. Ask our Leasehold Services Team or the Citizens Advice Bureau what you should do to make sure you are legally protected. It is important when taking in lodgers that you don't become overcrowded 19. Lodgers and sub-tenants do not have the same rights as you. So if your mortgage lender or landlord repossessed 17 your flat, they could be evicted. 22

23 Losing your home by forfeiture or repossession There are some circumstances when Gateshead Council or your mortgage lender could apply to the courts for possession of your home. Forfeiture Forfeiture is where Gateshead Council applies to the court to end your lease because you have broken the lease conditions. This could happen if: You do not pay your service charges or ground rent You would lose your home and would not usually get any payment or compensation 21. Forfeiture is a drastic action. As a responsible landlord, we only use it when we have to, to protect the interests of Gateshead Council, its tenants and other leaseholders. With overdue service charges, we will always try to help people who have genuine financial problems. Before applying for forfeiture for unpaid service charges, we would have to satisfy a Leasehold Valuation Tribunal (LVT) that the charges were reasonable and the leaseholder had made no attempt to pay them. You cause nuisance and harassment 20 to your neighbours. If the court decides that you have seriously broken the terms of your lease, it may end it and give us possession of your flat. 17 Repossess(ed) - to take back possession of a property that hasn t been paid for. 18 Sitting tenant - a person with a legal right to stay in a property they are renting. 19 Overcrowded - where more people are in a property that isn t large enough. 20 Harassment - behaviour that annoys, upsets or offends someone. 21 Compensation - money paid to someone in exchange for something lost, damaged or for inconvenience. 23

24 Repossession by a mortgage lender If you have taken out a mortgage to buy your lease, your mortgage lender has a 'legal charge' on your home. This means they can apply to the courts for repossession if you do not pay your mortgage. In the first instance contact your mortgage lender for advice if you think you are at risk of losing your home. You can also visit the Citizens Advice Bureau. Do not leave it until it is too late. If the court grants them possession, they have the right to evict 22 you, sell your lease and take what you owe them out of the proceeds 23. They must give you anything that is left over, unless someone else (such as Gateshead Council as your landlord) also has a legal charge on the property for money that is owed to them. If you have problems paying your mortgage or service charges ask someone for help - do not leave it until you are about to be evicted. We will always try to make an arrangement over service charges, and mortgage lenders will always discuss terms for making mortgage payments Evict - being forced to leave your property after receiving a possession order. 23 Proceeds - an amount of money received when something is sold.

25 Service charges As your landlord, Gateshead Council is responsible for maintaining the exterior and shared areas of your block. The Gateshead Housing Company is responsible for any repairs to these areas, and as a leaseholder, you have to pay a share of these costs or service charges. 25

26 26 What is a 'service charge'? When you buy a flat or maisonette 24 previously owned by Gateshead Council, as the landlord they are still responsible for the upkeep of the structure, exterior and shared parts of the block. The Gateshead Housing Company will provide most services, such as repairs, lighting, cleaning or caretaking, where these apply to your block of flats. As a leaseholder, you have to pay a share of the cost of these repairs and services. These costs are called service charges. Service charges are set out in the lease for your flat, and you should make sure you fully understand them before buying a leasehold property. We can help if you have any queries or concerns about this. What is included in my service charge? Your service charge will depend upon which services your block of flats receives. There is a separate charge for each individual service, which can change from year to year. You will be charged for the following services but only where they apply to your flat: Management fee This is a charge made for managing the leasehold service based on the property type (low-, mid- or highrise) and the services received. It includes all administrative costs, query handling and overheads. Ground rent Standard annual amount of 10 required in advance. Caretaker/cleaner The costs to the company to provide a caretaker or cleaner service to the block where you live, where applicable. Concierge The costs of providing a concierge service to your block, where applicable. Lighting The cost of electricity to power communal lighting in the block where you live. This doesn't include the costs of replacing bulbs or tubes, resetting lighting timers or other repairs. Communal heating The cost of gas used to provide heating and hot water to your flat from the communal boiler in the building, where applicable.

27 This does not include repairs and maintenance carried out to this service. Communal aerial The costs to the company to service the communal TV/radio aerial to your property, where applicable. Lift maintenance The costs to the company to maintain the lift service in your block, where applicable. Door entry The costs to the company to repair and maintain electrical equipment for the door entry system. Structural insurance The costs to the company (including Insurance Premium Tax at five per cent) to insure the structure of your property. CCTV The cost to the company of servicing and repairing equipment for the CCTV system in your block, where applicable. Major works You will also be charged for other works that are carried out to the block. These works, and their charges, are explained in more detail further in the section on major works - see pages 55 to 63. This explains more about what it will mean for you to have major works done to your block, particularly where you will have to pay a share towards the total cost. This is the cost to rebuild your property and not the market value alone. Upkeep of grassed areas The costs to maintain communal and individual areas of grassed land within the limits of your lease. 24 Maisonette - a flat on two levels that is part of a larger building. 27

28 How are service charges calculated? We will send out two service charge bills each year, which cover the period 1 April to 31 March, as follows: Estimated bill - this is sent in March of each year, and is an estimate 25 of how much we expect it will cost to provide services to your block of flats. These are usually based on previous bills. It does not include a charge for major works schemes carried out to the block. Your actual bill will show any payments that you have made on your estimated bill for that same year. This will leave an amount that must be paid within 21 days. The example on the next page shows how your service charge bill is broken down into separate costs and how the costs can be spread across monthly instalments. Actual bill - you will receive this within six months from 31 March each year, and will show the actual amount spent on each service in the previous year. This will include charges for any repairs and maintenance, or major works that have been carried out during the year. Your share of the cost for services and works is shown on your bill, and is usually based on the number of flats in the block. Actual charges may increase or decrease from the estimate Estimate - an informed guess about how much something will cost, be worth or what size it is.

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30 30 How do I pay my service charge bill? Estimated bill - this can be paid in full, quarterly 26 or monthly, depending on the terms in your lease. Actual bill - the actual bill is normally payable within 21 days. However, because this will sometimes contain large costs for repairs and maintenance and/or major works, you may find it difficult to pay within this time. Please contact us and explain your position if this is the case. If you are concerned that your actual bill might include unexpected costs above what we have estimated, you may choose to increase your monthly payments throughout the year to cover any shortfall. This is an option we offer that may help you to budget in advance of the actual bill being raised. Should you wish to do this please contact us on Easy ways to pay The Gateshead Housing Company provides a range of options to make it as easy as possible for leaseholders to make payments. You can pay at any PayPoint outlet, Post Office or housing office using your service charge payment card. You can call using your debit or credit card 24 hours a day. You can pay by Direct Debit contact the Leasehold Services Team on for a mandate 27 form. You can pay online or check your balance at housing.co.uk/payment You can send a cheque or postal order to any of our payment offices, or to Keelman House, Fifth Avenue Business Park, Fifth Avenue, Team Valley Trading Estate, Gateshead, NE11 0XA. Cheques should be made payable to The Gateshead Housing Company with the payment reference clearly shown on the reverse. Do not send cash in the post. If you work for the housing company or Gateshead Council your service charge and ground rent can be taken directly from your salary. Contact the Leasehold Services Team to arrange. If you do not wish to pay monthly or in full, but in another way, please contact us on

31 Welfare benefits For advice on benefits please contact our Welfare Benefits Advice Service. The service offers free advice, support and representation to tenants and leaseholders in Gateshead who are experiencing multiple debt problems. We will help you deal with all of your debts, not just your service charge arrears. If you have received a notice from the person you owe money to, telling you they have applied to go to court, it is not too late to ask us for help and advice. If you don t have multiple debts but have a low income we can also make sure you are getting all the money you are entitled to. We would do this by checking you are claiming all the benefit, tax credits and tax allowances that you are entitled to. We will then help you to make a claim and check you are being paid the right amount. Non-payment of service charges The company will take prompt action to recover costs where service charges and ground rent haven t been paid, to protect the interests of both Gateshead Council and other service charge payers. However, we will be responsible in our actions to make sure anyone experiencing difficulties in paying charges is made aware of the sources of advice available. We ask that leaseholders having any difficulties make us aware of their situation as soon as possible to avoid any unnecessary action. REMEMBER: Don t ignore the problem Get in touch as soon as you realise there is a problem so the situation can be brought under control at an early stage We can offer you practical advice or refer you to people who can help. You can contact the team on or by ing welfarebenefits@ gatesheadhousing.co.uk 26 Quarterly - once every three months; four times a year in total. 27 Mandate - an official permission for something to happen. 31

32 What if I don t agree with the charges I ve been asked to pay? If you don t agree with a service charge or with a valuation for works, and you are not satisfied with the company s response, you may want to have your case heard by the Leasehold Valuation Tribunal (LVT). It usually includes an inspection of the property and can take one or two days. Following the hearing, the tribunal will send out its written decision to the company and the leaseholder. The decision will either change the amount the leaseholder has to pay, by more or less, or will agree with the company s charges or valuations. What does the Leasehold Valuation Tribunal do? The LVT is part of the Residential Property Tribunal Service (RPTS). The LVT acts as an independent arbitrator 28 to decide whether service charges are reasonable. The tribunal can help with the disagreements about: Insuring the building How much you are being asked to pay for service charges The quality of services you have received. At the tribunal, a panel of three people, normally a lawyer, valuer and a layperson 29, will hear the case. What will a tribunal cost? Initially, there is an application fee, which can vary between 300 and 500. The LVT doesn t have the power to award costs, so if you decide to employ professionals such as surveyors or solicitors to help your case, you will have to cover the cost of their bills yourself. You can find out more about LVTs at or by contacting the Residential Property Tribunal Service (RPTS) National Helpline on Arbitrator - a person who has been officially chosen to make a decision between two people or groups who do not agree. 29 Layperson - someone who is not trained in or doesn t have detailed knowledge of a particular subject.

33 Insurance We never know what s in the future, so its important that our home and its contents are protected. Gateshead Council takes out insurance for your block and its communal areas, however you are responsible for the contents of your flat. 33

34 What is the building insurance charge? We pay for the structural insurance on your flat, and then you are charged a share of this as part of your service charge. The insurance policy covers structural damage caused by vandalism, storms, theft and subsidence. You will not be charged for damage caused by vandalism or theft if there is a police crime number recorded by the HomeRepairs Team on , against any repairs that are reported. The benefits of Gateshead Council arranging this insurance are that: If you need to make an insurance claim or require more information about what the policy covers, please contact Gateshead Council's Financial Management Section on Please contact us on for details about the current rate for insurance cover and the current minimum amount that needs to be insured. If you then require this minimum amount to be increased, please write to Gateshead Council, Insurance Section, Finance and ICT, Gateshead Civic Centre, Gateshead, NE8 1HH, with your revised amount. All leaseholders have adequate insurance to protect all tenants in the building A lower rate of insurance than that available elsewhere can usually be obtained Gateshead Council will make claims on your behalf where it s been made aware of damage caused as a result of storm damage and vandalism. Contact the Leasehold Services Team on for more information. 34

35 Contents insurance The insurance policy does not cover your contents, so you are strongly advised to arrange your own contents insurance with an insurance company of your own choice. You may like to consider Gateshead Council s scheme negotiated with Royal & Sun Alliance Insurance plc, one of the UK's leading insurers. To find out more and for a free no-obligation quote on your home insurance, call Age Concern on , lines are open 8am to 9pm Monday to Friday, and 9am to 5pm on Saturday. If you would a like face-to-face discussion, visit your local Age Concern. Working with us, Royal & Sun Alliance has produced a home contents policy specially designed for Gateshead Council s leaseholders and tenants that is jointly managed by the council and housing company. It is a simple scheme that offers value for money, with premiums payable with your leasehold service charges. This is a voluntary scheme and you are of course free to make your own arrangements. If you are over the age of 50, Age Concern has a special package in partnership with Norwich Union, which offers: The option to spread payments over 12 months at no extra cost Flexible options to pay by cash, cheque or credit/debit card A first-class claims service that s prompt and efficient. 35

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37 Repairs and maintenance As part of our commitment to quality services, The Gateshead Housing Company aims to provide a reliable and quick repair service to leaseholders. This guide tells you about the repairs service and explains our responsibilities as the service provider, as well as your responsibilities as a leaseholder. 37

38 Who is responsible for repairs? We are responsible for keeping the common parts of your block in good repair. This means we will look after the structure of the building and the landings and hallways, including lighting and controlled door-entry systems. As a leaseholder, you will have to pay a share of the cost of these repairs. Repairs we are responsible for carrying out include: Foundations Outside walls Roofs, chimneys and chimney stacks, including loft space Drains, gutters and pipes outside your home Outside decoration and decorations to entrance halls and shared areas Shared lifts Shared wiring and lighting, TV aerials and lightning conductors Shared refuse chutes Shared boundary walls, fences, gates and paths Outside entrance doors, but not the front doors of individual flats Window frames and sills (not including glass) Shared water pipes, water tanks and gas pipes Shared heating and hot water systems Light fittings in shared areas Controlled door-entry systems. Tenants are also advised in their tenancy agreement that we will clear blocked drains as soon as possible, but if they have caused the blockage by not using the drains properly we will charge them for the work. You are responsible for: Carrying out repairs to the inside of your flat, internal doors, glass in your windows and all fixtures and fittings Keeping the boundary fences and walls as indicated on your lease plan in good repair and condition (the remaining wall and fences, if any, will be the responsibility of the company) 38 Balconies, stairs, sheds and garages

39 Any damage to the common parts and services caused by you, members of your household, or your visitors Chimney sweeping Heating All decoration inside your flat Any service pipes and cables that serve your flat only are your responsibility. We will: Help you identify the repair needed How to report a repair that is our responsibility If you think we are responsible for a repair, contact the HomeRepairs Team. Repairs reported by a leaseholder will receive the same priority as if reported by a tenant of The Gateshead Housing Company, and will be dealt with accordingly, depending on the urgency. If you are not sure who is responsible, HomeRepairs will be able to advise you, or you can refer to the conditions of your lease. Tell you the maximum time we will take to complete the repair Offer you an appointment for all urgent and routine repairs at a time that is convenient to you We will write to you by post and confirm details of your repair, as well as any appointment that we made for you Take care to protect your furnishings while doing repairs Tidy up mess and remove rubbish within two working days of finishing the repair Inspect ten per cent of all completed repairs to check the quality of work Monitor our performance and quality of service, and publish performance figures. 39

40 There are many ways you can report a repair that is our responsibility: You can phone HomeRepairs on FREEPHONE from 8am to 7pm Monday to Friday, and from 8am until 12 noon on Saturdays HANDY HINT busy times for calls to the service are Monday and Tuesday mornings. So if your repair is not urgent, then you may find it easier to call at quieter times, such as after 5pm. You can report an emergency repair at any time day or night by phoning HomeRepairs on FREEPHONE Please note: If you demand an out of hours emergency call out when the repair could have been dealt with reasonably within normal working hours, there may be a call out charge. Each of our housing offices and concierge suites has a phone that you can use to call the service free of charge. You can use the freephone in any of our housing office reception areas Text us on (keyword REPAIR ) By fax on [email protected] Visit any housing office. Full contact details are listed at the back of this guide Tell any employee of The Gateshead Housing Company if they visit you at home, or when they are out on your estate. 40

41 What you should do in an emergency: If you think you can smell gas Ring Transco immediately on (Minicom/textphone ) Turn off gas supply at the meter Open windows and doors Call HomeRepairs on FREEPHONE REMEMBER don t smoke, use naked flames, or turn electric switches and appliances on or off. IMPORTANT we recommend you carry out a yearly service of gas appliances. If you have a burst pipe Turn off water at the stoptap (usually in the kitchen or bathroom) Turn all cold taps on, to drain the system (but remember to make sure the plug stays out of the plughole) Put a bucket under the leak, wrap a cloth around the pipe, and fasten with tape Contact a plumber Call HomeRepairs on FREEPHONE to inform us of the situation. We will need to ensure the burst doesn t affect communal areas or other properties around you. HANDY HINTS Check the batteries on smoke alarms regularly. Know where the stoptap is and test it regularly. Keep a torch handy. Keep a spare phone handy that doesn t need to be plugged into an electrical socket some newer phones may not work if your electricity is off. Keep a battery radio handy and listen to local radio stations, such as BBC Radio Newcastle 95.4 FM, for news about the weather and emergencies. If water is going into or near electrical equipment, then turn the electricity off at the consumer unit (the fuse box) 41

42 What do I need to tell you when I report a repair? When you report a repair you need to tell us: Your name, address and telephone number if you have one - leaving your phone number will help us if we need to contact you Your house number will then be highlighted on the repair notification that goes out to the leaseholders in your block As full a description of the problem as possible If the repair is needed as a result of storm damage If the repair is needed as a result of a crime or vandalism - you must then provide us with a crime reference number. The police will be able to provide you with this once you have reported the incident to them. The crime reference number is needed for making any claim for insurance. What will happen next? We will first make sure that it is our responsibility to do the repair. If it is, and we have enough information about the repair, an order will be placed with a contractor to carry out the work. Wherever possible the order will be placed immediately. When I ve reported the repair, how long will it take before the work is done? We have guidelines on how long different repairs should take. This makes sure that everyone is treated fairly. The main types of repairs are: Emergency work - we aim to complete within 24 hours These are repairs, which if not dealt with very quickly, could cause injuries or further damage. This includes things like burst pipes, blocked drains, securing windows or doors and loss of electricity. In the event of an emergency you should contact HomeRepairs on FREEPHONE for advice on what actions can make the property safe. 42

43 If you can t carry out the advice yourself, and a neighbour, family member or friend can t help, then the contractor will call that day. If you call between 3pm and 8am Monday to Friday, or on a weekend, the contractor will call and make the property safe. Where the contractor makes the block safe, a return visit will be arranged to finish the repair the next working day. This will happen unless parts are not available or it is not an emergency, then it will be done within the relevant category and timescale. If that happens, the repair will be completed at the earliest opportunity. We will advise you of progress until the repair is complete. If you are vulnerable 30 or have special needs, we will take appropriate measures in addition to the make safe policy. For example, temporary heating may be provided in certain circumstances. Urgent work - we aim to complete within three working days These are repairs that need quick attention and don t require an inspection first. These include repairing a leaking roof or minor leaks. Routine work - we aim to complete within 20 working days (four weeks) These are less urgent repairs, such as leaks to a gutter and repairs to paths. Some of these repairs may need to be inspected before the repair can be done. Planned repairs - we aim to complete within 40 working days (eight weeks) These are less urgent repairs such as renewing floor tiles, floorboards or supplying and fitting a new kitchen unit, which should be finished up to eight weeks from reporting it. Some of these jobs need to be inspected before the contractor can start the work. The inspector will call to the block, at an agreed time, and they will arrange another appointment to call back and finish the repair. 30 Vulnerable - able to be easily physically, emotionally or mentally hurt, influenced or attacked. 43

44 Programmed work - some work to your home is done as part of a planned maintenance programme This covers things like outside painting. We will tell you in advance when any work like this will happen. If your repair can t wait until the programme, we will carry it out within the normal timescales. We will carry out the repairs as necessary, and you will be charged a share of the cost of these works as part of your service charge, depending on the number of flats in the block. You will receive a quarterly repair statement to show what you will be charged at the end of the year. Gas appliances You must have all gas appliances serviced every year and send us a copy of your gas service certificate. Gas servicing Since October 2007, all tenants purchasing flats or maisonettes under the Right to Buy scheme must provide evidence to the housing company of a regular gas service. If a certificate is not supplied, the company has the right to carry out the service and recover any costs from you. We realise that finding a reputable 31 Gas Safety Registered 32 company can be difficult as there are many companies offering similar services at competitive prices. To make it easier for you, the housing company will service your appliances at a competitive rate so you can be safe in the knowledge that is has been done by a qualified tradesman. For more information and applicable costs, contact the Leasehold Services Team on

45 Making sure you get a good service Don t forget that the cost of repairs will normally be shared between you, Gateshead Council and other leaseholders in your block. It is important that we all get value for money from the repairs service. If the job is not completed properly, or is not done within the time given above, please contact the HomeRepairs Team on FREEPHONE If you are unhappy with the standard and quality of the work please contact us on Repairs to your own flat You are responsible for repairs to the inside of your flat and the glass in your windows. You should make your own arrangements to get someone to do the repairs for you. You will be liable for any damage caused to the landlord s property and you will have to pay to have it put right. If you are in any doubt about work you intend to carry out, contact the Leasehold Services Team to explain the situation. They will decide if an inspection is needed. You must not continue with the work if they tell you not to. Contact details for the Leasehold Services Team can be found at the back of this guide. You must not do repairs on landings, stairways and other shared areas, as you would not be covered by our insurance if you had an accident or caused damage. If you, your visitors or members of your household cause damage to shared areas you will have to pay for the repairs. Always report repairs in shared areas to the HomeRepairs Team on FREEPHONE If you, or someone you have employed, are carrying out repairs inside your flat you must make sure that no damage is done to shared services or the structure of the block. 31 Reputable - having a good reputation and able to be trusted. 32 Gas Safety Registered - legal registration for trained and experienced gas installers. 45

46 Condensation Condensation can be a problem in flats if you do not have proper ventilation. This can be unpleasant to live with and can damage plaster, decorations and window frames in your home. Condensation often causes black mould that can spoil walls and ceilings, and also clothes, curtains and carpets. Condensation happens when moist air meets a cold surface, such as a window or a cold wall. Double-glazing and cavity-wall insulation help to reduce the problem by keeping inside surfaces warmer, but you may still get condensation if the air in your home is too moist. The moisture in your flat comes from everyday things such as cooking, washing, hot baths and drying clothes indoors. To limit condensation: Try to make sure that there is enough constant heat in your home so there are no cold surfaces for moisture to settle on Try to make sure that there is some ventilation in each room by opening windows or by turning on extractor fans if you have them When cooking, put lids on saucepans, close the kitchen door and open a window or turn on the extractor fan Try to dry clothes outside if possible, but if it has to be done indoors, keep a window open and make sure your tumble drier is vented to the outside When running a bath, run the cold water before the hot to reduce the amount of steam, and keep the bathroom door closed Afterwards, keep the window open and leave extractor fans running until the walls and windows are dry Don t let the moisture escape into other rooms. 46

47 Asbestos advice for leaseholders As a leaseholder, it is important that you are aware of the signs and procedures for monitoring and resolving possible cases of asbestos, and your role and responsibilities. 47

48 What is asbestos? Asbestos is the name given to a group of naturally occurring minerals that are contained within rock. The minerals appear as masses of strong flexible fibres that can be separated and woven. The three main types of asbestos found in the UK are: Crocidolite (known as blue asbestos) Amosite (known as brown asbestos) Chrysotile (known as white asbestos). Why was asbestos used in buildings? Asbestos fibres are strong and resistant to heat and chemicals. This led to widespread use in a large range of building products and materials from the 1930s to the mid 1980s - however its use was banned in the UK in Is it dangerous? There are very low levels of asbestos fibres in the air everywhere, but this low level is extremely unlikely to cause harm. When asbestos containing materials age or become damaged, there is the possibility of fibres being released into the air. If you inhale these fibres over a long period of time, they can become lodged in the tissue of your chest or lungs and your body s natural defence mechanisms cannot break them down. Breathing these fibres in can then cause cancers of the lungs, particularly if you are exposed to the fibres over a number of years. IMPORTANT asbestos materials are present in many buildings across the country and are perfectly safe if they are not damaged. What are my responsibilities as a leaseholder? As a leaseholder you are responsible for the repair and maintenance of the internal areas of your own property, including any materials that may contain asbestos. 48

49 You are responsible for keeping the material in a safe condition and not exposing any other people, for example contractors you may employ, to the asbestos. What should I do when undertaking work to my home? You should not attempt to remove or repair asbestos materials yourself. Specialist laboratories can sample suspect materials to confirm whether or not asbestos is present. If you wish to have any suspect materials tested, contact the United Kingdom Accreditation Service (UKAS) at High Street, Feltham, Middlesex or by telephone on They will be able to provide you with details or your local accredited analysts. If you wish to have any asbestos material repaired or removed, contact the Asbestos Removal Contractors Association (ARCA) at 237 Branston Road, Burton upon Trent, Staffordshire or by telephone on They will be able to provide you with details of your local licensed asbestos removal contractors. I am worried about asbestos in the external parts of my home and communal areas outside my home. What do I need to do? Asbestos containing materials are safe unless they are damaged. The Gateshead Housing Company is responsible for the repair and maintenance of the structure, exterior and shared parts of the block, for example, the roof, fascia and soffits. If you suspect that an asbestos material in a communal area or an external part of your home is damaged or in poor condition, please contact the HomeRepairs Team on FREEPHONE or [email protected] Remember, asbestos materials in good condition are safe. If you have any doubts call HomeRepairs on FREEPHONE For advice on asbestos, you can contact the HomeRepairs Team on the above number or Gateshead Council s Environmental Health Officer on For further information visit REMEMBER asbestos materials in good condition are safe. 49

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51 Alterations and improvements As a leaseholder, you have the right to make improvements to your home. As Gateshead Council is your landlord, there are certain procedures you must follow to ensure you have full permission to proceed. 51

52 52 Doing your own alterations As a leaseholder you have the right to improve your home, but for some improvements you will need written permission from us. This is because, as your landlord, we have an investment in the block and a responsibility to the other residents. We will not refuse permission unless we have a good reason. You may also need to get planning permission and building consent 33 before starting work. We do not need to know about minor work such as decorating, but we do need to know about any alterations that affect walls, windows, doorframes, plumbing and electrical services. The outside window frames belong to the landlord. You must not replace your windows unless we have given you permission in writing. Can I install my own windows and doors? If you want to do this you must ask permission from the Leasehold Services Team. If you do install your own windows and doors, your painting charge will reduce. Painting to your block of flats takes place every five years. What sort of alterations do I need permission for? Any addition or change to the structure or services in your home Aerials or satellite dishes Outside decoration (the type of paint may need approving so that it s compatible 34 with future paints that we may use). How do I get permission? Write to the Leasehold Services Team - see page 89 of this guide. You will need to say exactly what you want to do and include a drawing or plan. A building surveyor may need to visit your home to see what you intend to do, before we can make a decision. If we refuse permission we will give you our reasons in writing and it will be for good reason(s). If you go ahead with work after we have refused permission you will be breaking the terms of your lease.

53 The permission we give you to go ahead is not the same as planning permission. You are responsible for getting any necessary planning permission or building regulation approval. We will normally make it a condition that you do this when we give you permission for the work. If you do something without permission we have the right to put things back as they were and charge you for it. Financial assistance for improvements Sometimes you can get financial help from Gateshead Council towards the cost of home improvement work. Usually this is for people who are on a low income. For more information please contact Gateshead Council s Development and Enterprise on We will not charge you for permission before you carry out the work, but you will be charged if retrospective permission is required. 33 Consent - to give permission or agreement. 34 Compatible - a similar type of make up. 53

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55 Major works Major works are carried out as part of the housing company s programme to improve the standard of properties and estates across Gateshead. For leaseholders, this target will mean that the company will improve the standard of the structure and shared areas of blocks where you live. 55

56 56 Major works Major works are carried out as part of a programme to maintain the standard of our properties and estates. The government has set a target for all housing providers to meet certain standards of fitness and design for their homes by 2012 the Decent Homes standard. For further information on the standard please contact the Property and Technical Services Team on , 5450 or For leaseholders, this target means that the housing company may have to carry out improvements to the structure and shared areas of the block. You would be expected to contribute towards the cost of the works in keeping with the requirements of your lease. Your share will usually depend on the number of flats in your block; for example if you live in a multistorey block with 100 flats and the cost of installing a new lift is 100,000, your charge would be 100,000 divided by 100, which is 1,000. However, for those people who bought their flat under the Right to Buy scheme less than five years before the contract, we may not charge you the full amount. We can only charge for any works set out in your offer letter up to the amounts stated, plus inflation. We will check your offer letter prior to issuing your consultation notice and will advise you if your contribution has been adjusted as a result of your offer letter restrictions. You will not be required to pay for the works until the scheme is complete and we have sent you an invoice. Your share of the costs for the works will be included as part of your service charges. Please be aware that major works charges can be high for schemes such as lift replacements, re-cladding or roof renewals. Consultation We are committed to consulting all residents, including leaseholders, at all stages of a major works project. Leaseholders have also been involved in agreeing the strategic partners to deliver improvement works across the borough. Where improvements are going to cost more than 250 per leasehold flat, you have a legal right to be consulted about the work before it begins (Section 151 of the

57 Commonhold and Leasehold Reform Act 2002). You will receive two separate formal notices, and in some cases three: 1. Notice of intent sets out the landlord s proposed works. 2. Provision of estimates sets out your contributions towards the works. 3. Award of contract tells you which contractor we have selected. As these documents can be complex, we will provide the following information with the notice: A covering letter explaining the notice and its contents Advice about your payment options and will arrange payment in advance if required Advice and guidance on welfare benefit, Income Support and grants that may be available An approximate date when the payment will be due. At each stage you will have 30 days to send us your comments, which we will carefully consider and provide a written response within 21 days. You cannot refuse permission for the works to go ahead as we have a responsibility under the lease to repair and maintain the building. Where a residents association is recognised for the purpose of service charges under the Landlord and Tenant Act 1985, they have the right to be consulted about the specification for the works and in some circumstances will be asked for the names of any contractors they would like to be added to the tender list for work. We will try to include a suggested contractor as long as they meet our stated criteria. Where long-term contracts were established before October 2003, leaseholders will not be asked for companies to add to the tender list. Where work is of an urgent nature and cannot be delayed, it will be carried out without consultation; for example, a leaking roof or water burst. 57

58 Methods of payment and assistance We appreciate that it is not always easy to pay for major works bills in one instalment. We therefore have various payment methods available to suit your circumstances. You are advised to seek independent financial and legal advice before taking up any of the payment options below. You may be able to find cheaper or more appropriate finance through your high street bank or mortgage lender. Extended interest free payments If you are unable to pay the full charge within the agreed repayment time, you can ask to extend your payment programme beyond the 60 month period. Please note: This option will only be offered to leaseholders facing extreme hardship. One-off discounted payment If you pay your invoice in full within 21 days of receipt you will receive a 2.5 per cent discount. Interest free payments If the invoice is under 1,000, payment should be made over 12 monthly instalments by Direct Debit. However, if charges are more than 1,000 then up to 60 monthly instalments are available at a collection rate of 1,000 per year. For example, an invoice of 3,000 would be repayable over 36 monthly instalments of All payments must be made by Direct Debit any default of payment under this arrangement will incur interest. 58

59 Alternative help and support There are other considerations that could help with your payments. Department for Work and Pensions (DWP): Income Support/Income-based Job Seekers Allowance Leaseholders who receive either of the above benefits may be entitled to additional support from the DWP. The DWP will not usually pay for major works on leasehold properties but may be able to help with any interest incurred on a loan or mortgage taken to pay for these costs. Call for further information. Pension Credit If you are of a pensionable age, aged 60 or over, you may be entitled to Pension Credit. Visit pensioncredit Write to Pensions Services, Pension Credit Department, PO Box 40, Seaham, SR7 7AQ. Extend your mortgage If you have a mortgage secured on your home, you may be able to apply for an additional loan from your lender and re-mortgage your property. If agreed, this means you may be able to extend the term of your mortgage and make the same monthly payments; or increase your monthly payments to cover the additional loan costs. Contact your mortgage lender directly to discuss this option. Alternatively you can pay what you can afford by monthly instalments and apply for a loan from your mortgage lender for the outstanding amount. For further information call or for the application line. You can also text

60 Leaseholders right to a statutory council loan If you are having difficulty paying your major works bill in full straight away or by interest free monthly instalments, you may be entitled to a statutory loan from Gateshead Council. The right to a loan is governed by the Housing (Service Charge Loan) Regulation To qualify you must: Have purchased your home under the Right to Buy scheme Have held your lease for less than 10 years Apply for a loan of 500 or more. For further information or an application form call the Leasehold Services Team on or A savings account You can save towards the cost of major works by setting up a bank or building society account, or a National Savings&Investments account. It can then be easier to make regular savings, and gain interest on your money at the same time. Alternatively, you can make regular extra monthly instalments into your service charge account by Direct Debit, but this would not incur any interest. Private loans You could apply to your bank or building society for a personal unsecured loan to cover the cost of your bill. An unsecured loan does not impact upon your mortgage, so your home is not directly at risk if you do not make regular payments. Interest charges do tend to be higher on these loans so you should check: What level of interest and other costs you will be charged If you can realistically afford the repayment plan 60 What other costs or penalties may apply if you cannot afford the repayments.

61 Legal charge If you are unable to pay your major works bill within the 60 month repayment period, or are unsuccessful in applying for other packages, you can ask to place a voluntary charge on your home. You may qualify to put a charge on your home if: You are the original Right to Buy purchaser You are over 60 years of age, vulnerable or in severe financial difficulty The property is the only property you own and you are not renting another home The property is your only place of residence. If you meet the above criteria, the charge will be secured on your home with the Land Registry. There is no fee for putting a charge on your home but you will incur interest set at local rates. If your home is sold, assigned or passed on through inheritance the charge will be immediately repayable to Gateshead Council. The charge must be fully repaid if your home is sold. In the event of the death of the eligible leaseholder, the remaining leaseholders, assignees or inheritors will be liable to pay the outstanding charge. Financial assistance through the Gateshead Private Sector Housing Renewal Strategy The assistance offered through the Gateshead Private Sector Housing Renewal Financial Assistance Policy is available for the works for which you have the repairing obligation. Works where Gateshead Council has the repairing obligation are not eligible for financial assistance. The assistance that is available a local authority loan or grant - is dependent upon your income, savings and assets. After making an enquiry, you will receive help from the Private Sector Housing Renewal Team or Anchor Staying Put Agency to investigate which form of financial assistance is appropriate. This may include seeking advice from an Independent Financial Advisor (IFA). The IFA will consider both commercial and local authority financial products. If you are unable to afford a financial assistance product from a high street lender, the IFA will consider whether a local authority loan may be more suitable. 61

62 If you cannot afford a local authority loan, grant assistance may be available. You are eligible to make an enquiry for assistance for works, which you have a repair obligation for, if you have: Owned and lived in the property for at least one year before the date of application A lease that is for over seven years in length At least five years left to run on the lease. The assistance can be broken down as follows: Capital and interest repayment loan This is a secured loan for applicants who are able to make monthly repayments. The loan will be available for works that will contribute towards the Decent Homes standard. Applicants can borrow between 500 minimum up to 15,000 maximum over a one to 15-year repayment period. The repayment period will depend on the circumstances of the individual and the amount borrowed. Usually the shortest repayment period is based on one third of your disposable income. You cannot borrow over a longer period of time than that left on your lease; for example, if there were six years remaining, the maximum term would be six years. Equity loan This product will meet the needs of leaseholders who do not have sufficient income to make monthly repayments on a loan, but have considerable equity in their property. The loan will be available for works that will contribute towards the Decent Homes standard. Leaseholders can access 80 per cent of the available equity in their home, from a minimum of 500 up to 35,000. The loan will be repayable on the disposal of the property or upon the death of the homeowner. This product may not be suitable for leaseholders that only have a short number of years left on their lease agreement. 62

63 Decent Homes Assistance Grant Where an applicant is unable to access loan assistance, a repayable grant may be available for eligible repair or improvement works that contribute to the Decent Homes standard and alleviate serious risks to health and safety, to a maximum of 25,000. Only one application per property may be approved in a five-year period. The grant is repayable on disposal, sale or transfer of the property, and there is no end to the repayment period. To enquire about any of the financial assistance packages available through the Gateshead Private Sector Renewal Financial Assistance Policy, please contact the Home Improvement Team, Development and Enterprise, Civic Centre, Regent Street, Gateshead, NE8 1HH. Call or privatesectorhousingcivic@ gateshead.gov.uk. Or visit 63

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65 Management of your block If you live in a flat or maisonette 35, it is important to remember that what you do affects your neighbours. To make sure blocks are well managed, we have a range of services that leaseholders across the borough can access and benefit from. 35 Maisonette - a flat on two levels that is part of a larger building. 65

66 Shared areas and services We are responsible for maintaining the shared areas in your block, but everyone living in the block has a duty to keep them clean and use them properly. Tenants are also advised in their tenancy agreement that they must keep all stairways, halls and landings clean, and clear of any personal belongings or rubbish. Lifts will be serviced according to the recommendation of the lift manufacturer. Please report any faults to the caretaker or concierge on duty, and they will contact the manufacturer and arrange for any faults to be repaired. If the lights are out on the stairs, please report this immediately, as it could cause an accident. If a repair is needed in a shared area in your block, contact the HomeRepairs Team. Do not assume that someone else will do it. Remember that you pay a share of the cost of maintaining shared areas, so if you see someone causing damage to or misusing stairways, landings, parking areas, rubbish chutes 36 and other shared facilities you should tell your estate officer. If we can prove who caused the damage we can charge them for it so that none of the cost falls to you and other leaseholders in the block. If you live in a flat or maisonette in a block that has one or two storeys, you and your neighbours are jointly responsible for keeping the shared areas clean and tidy. If you have shared grounds around your block, we will maintain these during the year. This includes looking after grassed areas, borders, paths and trees and litter picking. Pets You must not keep a dog or a cat in a flat or a maisonette, unless it is a registered guide dog for a blind person or a registered hearing dog for a Deaf person. In some instances, we may give you permission to keep a pet, however, you must make sure it s kept under control and doesn t annoy neighbours. This is a condition of your lease. If your pet does cause a nuisance, we will ask you to control its behaviour or if this does not solve the problem, find a new home for your pet. If you are thinking of getting a pet you should think carefully whether it is suitable for living in a flat. 66

67 Gardens If your flat has a garden you are responsible for keeping it neat and tidy. You should not allow rubbish to build up as it may cause a health hazard and encourage mice and other pests. If there are shared grounds round your block we will maintain them, but you can help by not dropping litter and not parking on the grass. Remember that you pay service charges towards maintaining shared grounds so please help us keep maintenance costs down. Car parking Most blocks of flats have shared parking areas. Parking in shared areas is first come first served. Please consider others when you park: Do not cause an obstruction - you could prevent emergency vehicles from getting through Do not park lorries and trucks on residential streets and especially in shared parking areas Do not park any vehicle that is illegal or not roadworthy on any land belonging to us. If you do, we ll give you 24 hours notice to remove it before we take further action You mustn t carry out major repairs to any vehicle at the property, or receive any type of payment for doing so You must not keep motorbikes in shared areas. Garages Near most blocks of flats we have garages to let, although there may be a waiting list in some areas. If you want to rent a Gateshead Council garage contact your housing office for details. See pages 88 to 89 for their contact details. Do not park on the footpath, as it is against the law Do not park in your garden unless you have a hard standing and a dropped-kerb 36 Rubbish chute - a shared chute residents can access from each floor that takes rubbish to a bin on the ground floor. 67

68 Refuse We will take away all normal household rubbish as part of the weekly refuse collection service. If you have bulky household rubbish or bagged garden waste that will not fit inside your rubbish bin, please call Local Environmental Services (LES) at Gateshead Council who will collect it. Please note, there may be a charge for this service. You can call or enquiries@ pwd.gatesheadmbc.gov.uk giving your name, address, contact number and details of your rubbish. Further information is available on Gateshead Council s website at Rats, mice and other pests Gateshead Council provides a control service for pests considered to be a risk to public health, including rats, house mice, cockroaches and fleas. A service is also provided to control pests that may become a nuisance in houses such as a wide range of beetles, ants, silverfish and wasps. There is a charge for the pest control service, except for the control of rats in homes where there is no charge. Tenants, leaseholders and pensioners in receipt of certain benefits are also exempt from paying any charges for the service. Proof of entitlement of one of the following benefits is required for people aged over 60 who wish to claim a free treatment: Pension Credit Income Support Housing Benefit Council Tax Benefit Disabled Person s Tax Credit. Contact the Pest Control Service on , Monday to Thursday 9am to 5pm, Friday 9am to 4.30pm or [email protected] 68

69 Grounds maintenance standards The Gateshead Housing Company is committed to delivering a grounds maintenance service, together with Gateshead Council s Local Environmental Services (LES) that meets the aspirations of our customers. In 2006, the housing company formed a partnership with LES and uses a joint action planning approach to improve grounds maintenance services delivered on estates. Following consultation with customers, a service agreement has been developed. The company is working closely with other organisations, including neighbourhood management, Northumbria Police, neighbourhood wardens and residents to identify and resolve problems in specific areas. Aims and objectives To ensure our customers receive quality, cost-effective and timely services that meet their aspirations To ensure grounds maintenance standards meet the changing needs and demands of our customers To ensure customers will continuously be involved in setting and monitoring the delivery of services and standards To ensure customers and employees review grounds maintenance standards periodically to continuously help improve the service To ensure The Gateshead Housing Company and LES work together to deliver a consistent service to all customers. The key issues The standards have been developed in consultation with customers. The agreement is generic to all estates managed by The Gateshead Housing Company. While it does aim to cover all service areas, there will naturally be individual cases that need to be dealt with independently. The specification will provide an indication of the level of service that can be expected, rather than the technical detail on how to carry out the works. 69

70 Grounds maintenance service standards and responsibilities Grass cutting Grassed areas will be cut every five to ten working days between April and October Grass cuttings will not be collected, however any grass cuttings on paths will be swept back onto the lawn Grass cuttings will only be collected from sheltered accommodation schemes Before grass is cut, any litter on the lawn will be removed Grass around fixed items, for example bollards and lampposts, will be strimmed to maintain a tidy appearance All grassed areas will be cut to an even height. Edging Maintenance of horticultural features Rose beds Pruning of rose beds will be carried out between October and March Dying or diseased wood will be removed throughout the growing season All beds will be clear of litter, rubbish and weeds. Hedges Hedges will be maintained around housing stock managed by The Gateshead Housing Company Hedges will be pruned to maintain a neat, tidy and pleasant appearance No hedge cutting will take place between February and May due to bird nesting. All grassed areas will be edged as required to maintain an acceptable appearance More frequent edging will be carried out on sloped grassed areas as required to maintain acceptable standards Overgrown grass encroaching footpaths will be removed. 70

71 Shrub maintenance Shrubs will be maintained between November and March Unmulched shrubs should be cultivated between October and March On each visit, all litter and weeds will be removed Shrubs may also be pruned if they cause obstruction, for example, to windows or paths Shrubs that need additional attention for any particular reason will be attended to individually. Plant/weed growth The bottom of hedgerows will be treated with residual herbicides at least once a year between January and March Cyclical spray will be used on estates, gunnels and any other areas identified Paths will be sprayed adjacent to communal land, drying areas, hard standings and parking bays Weed control will be carried out on hard surfaces, shrub/rose beds, fence lines, hedge bottoms and other areas where this service is required Self-seeded plants will be removed from all areas. Leaf fall Leaves will be removed as required on all estates managed by The Gateshead Housing Company Where there is heavy leaf fall or windblown leaves, the leaves will be removed, including debris, as required to meet acceptable standards Where there is heavy leaf fall or windblown leaves, such areas will be prioritised to ensure they do not become a hazard to pedestrians. Damaged grass areas Grass verges that have been damaged by car parking or for any other reasons will be repaired Enforcement actions will be taken or alternative solutions investigated when car parking is the cause of degradation of grassed areas. Paths, drying areas and car parks Weeds will be sprayed three times during the summer months Where necessary these areas will be swept and cleared of litter Moss will be treated when identified as a problem. 71

72 Strips of land between paths and fences Narrow areas between paths and fences will be maintained on a regular basis. Quality checks The Gateshead Housing Company and LES will work together to carry out quality checks to capture both good performance and service failure. Moss control LES will ensure all areas around housing stock and land around estates are free from moss, either by cultural methods or an approved moss killer. Tree work Tree work will be carried out within 24 hours if it is deemed as urgent, for example if the trees pose a danger to the general public or to buildings Work that needs to be completed before it becomes potentially dangerous will be carried out within three months After trees have been cut, the stump will be ground down below ground level to avoid tripping hazards During each inspection, any branches that block paths or are a hazard to pedestrians will be reported and removed by a tree specialist. Dog fouling The Gateshead Housing Company, LES and Regulatory Services will work together, taking action under appropriate legislation, against dog owners who do not clear up after their pets. Abandoned vehicles The Gateshead Housing Company and LES are working in partnership with Northumbria Police and will take enforcement action where vehicles have been abandoned Where abandoned vehicles have been identified and reported, Northumbria Police will start their investigations immediately and take appropriate actions Customers can report abandoned vehicles by calling or 101 the non-emergency number. We will repair damaged footpaths/kerbs resulting from cut trees 72

73 Fly tipping Fly tipping/illegal dumping will be removed within five working days Legal action will be taken if the responsible person is identified, which may lead to taking action against the perpetrator s tenancy If you see anyone fly tipping please report the incident to your housing office All information will be treated as confidential. Ground maintenance service agreement what will happen when? The following information will give you an indication of the types of maintenance that will be carried out at different times of the year: April to October Grass cutting Removal of seeded trees/plants Weed control on hard standings Moss treatment on footpaths. October to March Grass edging Removal of leaf fall. All year Maintenance of planted areas Black mulched areas Grass verge repairs Seasonal planting Fence lines maintained Tree maintenance. How will service standards be monitored? Estate officers, together with customers, will carry out Estate Tours on a bi-monthly basis, and LES foremen will complete quality checks on a regular basis Quarterly and monthly performance meetings between The Gateshead Housing Company and LES will be held on a neighbourhood basis to evaluate the service Service improvement plans are in place to capture overall performance on a neighbourhood basis The housing company s annual survey will capture customer feedback on the service Customer focus groups are held to find out what works well and understand areas for improvement. 73

74 74 The Gateshead Housing Company s building cleaning specification This specification describes the cleaning service provided within the communal areas of multi-storey blocks of flats. It defines the cleaning tasks to be undertaken and the frequency at which these tasks are to be completed. All cleaning will normally be carried out between the hours 9am and 1pm, Monday to Friday, excluding bank holidays. The length of time on site will vary depending on the size of the block and the number of cleaners working. Daily tasks Lifts: Sweep out and damp mop floors Inspect and wipe clean any marks on the walls Check and report any defective lighting to the concierge Check and ensure door runners are clear and operating correctly Report to the concierge any graffiti that cannot be removed. Chute area (on balcony of every floor): Inspect chute area and report any bulky items to the concierge for collection Brush out chute area floor Check hopper is operational and report any defects to the concierge Check and report any blockages to the concierge. Communal entrance: Litter pick to a defined area outside all entrances and exit points Vacuum carpet or damp mop floor tiles Clean marks on glass, internal and external Check and remove any marks from walls Check and report any defective lighting to the concierge. All other floors and stairwells: Inspect all floors, stairwells and balconies, litter pick and sweep as required Litter pick, damp mop and spray clean/burnish ground-floor corridors Report any vandalism or damage to any part of the building to the concierge.

75 Weekly tasks Damp mop and spray clean corridors, balconies and stairwells at all levels other than the ground floor Wash paintwork on internal doors leading to stairwells, both faces Dust all banisters and stair parts Clean glass in internal doors, both faces Wash and disinfect refuse chute areas Wash down railings in chute areas Additional tasks Rotate bins in bin storage room as necessary Put out and return to stand the bins from the bin storage room three times per week (Monday, Wednesday and Friday, or the working day before or after a bank holiday) Power hose and disinfect the bin storage room floor once every six months Clean insides of external windows bi-monthly*. *Except Regent Court where special provision is to be made. Wash and disinfect the bin storage room floor Damp wipe public telephone area Empty cigarette bins located at entrances and exits Polish glass for all entrance and exit doors, both faces Clean all woodwork including skirting boards and door frames in communal entrances Wash paintwork to all entrance and exit doors on the ground floor, both faces Wash and disinfect bin store areas on the ground floor. 75

76 Communal lounges Eslington and Warwick Court Daily tasks: Empty waste receptacles Damp wipe furniture, fixtures and fittings, horizontal surfaces and walls as necessary Clean toilet areas Mop hard floor surfaces in toilet areas Replenish consumables in toilet areas, supplied by The Gateshead Housing Company Vacuum clean dust control mats Vacuum clean carpeted areas as necessary Sweep all hard floor surfaces, spot cleaning as required. Weekly tasks: Vacuum clean all carpeted areas Daily tasks: Wipe clean all machine surfaces Litter pick and sweep Damp mop clean the floor surface Clean bench surface areas as required Clean all woodwork including skirting boards and door frames Check and report any defective lighting to the concierge. Annual review Once a year a joint inspection and review with the contractor and client will be carried out, and any additional work identified will be agreed and priced separately. For further information on the specification, please contact the Operational Support Team on or operationalsupport@gateshead housing.co.uk Damp mop and spray clean/burnish hard floor surfaces. Monthly tasks: Polish internally the glass in windows. 76

77 Caretaking services The caretaking service operates in 23 multi-storey blocks in Gateshead and aims to provide tenants with a friendly, clean and secure environment to live in. Caretakers provide a local point of contact for any enquiries you have about our services. Where are caretakers located? Caretakers look after 23 multistorey blocks across the borough. Most caretakers live in the block they look after, and in some larger blocks there are two caretakers. What are the caretakers services? Caretakers act as a good neighbour and maintain standards of cleanliness and monitor repairs in each block Your caretaker is normally on duty Monday to Friday, and alternative Saturdays and Sundays They undertake cleaning duties 8am to 12 noon, three days a week, and 8am to 11am for the remaining three days There will be a caretaker on standby duty through the afternoon, evening and night for emergencies Details of the duty caretaker are displayed on the notice board in the block. When on duty the caretaker will check that the following are clean and tidy, and carry out cleaning as follows: Daily Lift floors Communal entrances Check for graffiti and any repairs that are needed in communal areas Inspect all areas in the block, including the immediate external area to make sure it is clean and tidy Check bin rooms. Weekly Chute room floors Bin rooms Communal landings. Fortnightly Staircases Communal area doors External doors. 77

78 78 Monthly Internal glass External windows where possible Lift walls. As necessary Communal walls. Spillages should be reported to the caretaker so they can be cleaned immediately, as they could be a health and safety risk. The caretaker will also: Replace fuses and bulbs in corridor light fittings, where possible Control access for authorised people to the roof and lift machinery areas Report any nuisance behaviour to your estate officer Carry out block inspections at least once every two months with an officer from The Gateshead Housing Company, and a tenant or leaseholder. How can I contact the caretaker on duty? Information on how to contact your caretaker will be displayed on the notice board in the main entrance to your block. How can I find information about the service? Every block has a notice board in the main entrance that displays information that you may find useful. How will the caretaker help new leaseholders? Where the caretaker is aware of a new leaseholder in the block they will show them: How the door entry system works How to use the lifts Where any communal facilities are located, for example some blocks have a communal lounge. How else can caretakers help me? Your caretaker can advise you on how to access your gas and electric meters, in case you need to take a reading If you are going away you may wish to leave a contact telephone number with your caretaker in case of an emergency If you want to dispose of large items of rubbish, your caretaker keeps keys for the bin room where you can leave bulky items for collection If you have furniture or other bulky items that you want to get rid of, contact Gateshead Council on

79 How can I help? Dispose of your normal day-today rubbish using the bin chutes, which are usually on each landing Report all repairs to the HomeRepairs Team on FREEPHONE Make sure that any visitors to your home use the intercom system 37, as this allows them access to the block Please do not allow access to visitors of other flats, or anyone that you are unsure of Report any problems with the lift to the caretaker on duty If the lift breaks down while you are in it press the emergency button, which will be received by either the caretaker or Care Call service 38 Report any nuisance behaviour to your caretaker or your housing office. Concierge services The aim of the concierge service is to help maintain the security and smooth running of services in six multi-storey blocks of flats in Gateshead. They provide a secure, friendly environment for our tenants and leaseholders to live in. The concierge runs 24 hours a day, 365 days a year. There are three concierge suites each covering two multi-storey blocks in their area: Eslington and Redheugh Court, Teams suite situated in Eslington Court Abbot and Monk Court, town centre suite situated in Abbot Court Warwick and Regent Court, town centre suite situated in Warwick Court. Your concierge will: Provide a friendly and professional point of contact for any general enquiries or complaints regarding your home Observe any problems and breaches of tenancy or lease, and report them to the appropriate service 37 Intercom system equipment linking a speaker phone at the main entrance of the block with a phone in your flat to allow you to open the door automatically to visitors. 38 Care Call service provides emergency cover to residents across Gateshead, 24 hours a day, 365 days a year. 79

80 Provide freephone access to housing company and Gateshead Council services Report any communal maintenance and cleaning issues to the appropriate service Inspect the block at least once a day to identify any health and safety or repair issues Hold your contact details in case of emergencies should you be away from home Provide a friendly service in a safe and secure environment Control access of residents and visitors Provide a confidential service. The cleaning standards for the concierge block are as follows: Daily Litter pick, damp mop and spray clean or brush ground-floor corridors Litter pick and sweep corridors and balconies above ground floor Weekly Damp mop, spray clean or brush corridors and balconies at all levels other than ground floor Wash and disinfect the bin storage room floor and refuse chute areas Wash paintwork to external doors, both sides Clean glass in external doors, both faces Litter pick gutter areas and access/exit points. Additional tasks Rotate bins in bin storage room as necessary Put out bins three times per week Monday, Wednesday and Friday; or the working day before or after bank holidays Clean the inside of external windows in communal areas four times a year. Brush out and damp mop lifts Remove graffiti from all surfaces. 80

81 Estate Tours Estate Tours aim to make your neighbourhood a better place to live by allowing you to become the eyes and ears of your neighbourhood. The housing company tours all estates, blocks of flats and warden schemes on a regular basis, identifying any issues that affect the appearance of the area and taking appropriate action where necessary. This will help to provide a clean and well-maintained environment on your estate. Why get involved? Help us identify problems and solutions that will help to improve your local environment. An annual budget is available to help improve security and environmental aspects of your estate and you can suggest schemes to be considered. We will: Tour all estates including warden accommodation and blocks of flats on at least a bi-monthly basis Inspect grounds maintenance four times a year Encourage residents to accompany the estate officer during these tours Promote the dates of all Estate Tours Jointly identify and take appropriate action with regard to any issues affecting the appearance of your estate Provide written feedback from Estate Tours to residents within ten working days of the tour taking place Monitor our performance and publish the results Inform you of any changes to your estate officer, housing office or Leasehold Services Team Keep your informed about the dates and times of Estate Tours inspections for where you live so you have the opportunity to attend Take action against tenants or leaseholders who break the terms set out in their tenancy agreement or lease. 81

82 Tackling neighbourhood nuisance and anti-social behaviour The Gateshead Housing Company is committed to ensuring tenants and leaseholders have peace and quiet in their home. If your neighbours are causing a problem, we want to help you resolve this as soon as possible. Call Monday to Friday up to 7pm and until 12 noon Saturday or [email protected] Contact the Leasehold Services Team for further information or visit What is nuisance? Nuisance is behaviour that causes others to suffer through lack of consideration that is not usually aimed at one person. What is harassment? This is unreasonable behaviour that is committed by people towards a particular person, family or group of people, for a variety of reasons. How we can help The company s Neighbourhood Relations Team can help you resolve any issues of nuisance and harassment as soon as possible. 82

83 Access to services and information The Gateshead Housing Company is committed to meeting the needs of current and potential customers by ensuring everyone is able to access our services. Free support is available to assist anyone with specific needs including: Language Line (telephone interpreting) Other language interpreting services (face-to-face interpreting) Other language translating services British Sign Language (BSL) interpreters and Lipspeakers The Tenant and Leaseholder 'A- Z' Handbook of Services is available in large print, easy read and community languages All housing company offices comply with the Disability Discrimination Act A range of contact methods are available including letter, fax, , telephone, Minicom and text Home visits are available where customers are currently unable to access our offices. Should you require additional support please contact the Leasehold Services Team on or visit access Audio versions of documents Documents can be produced in large print, Braille and some in easy read on request Hearing induction loop systems available at all offices and for home visits Same sex interviews on request Customer care packs, available at all housing offices and customer contact points 83

84 Compliments and complaints There are different ways for you to make a complaint, and give us your compliments and suggestions. We need your feedback so: We can learn We can reward and repeat exceptional performance We can tailor services to your needs. Our customers input has already influenced a range of housing services including: You said you were dissatisfied with the length of time the Gardening Service spent at your property. We have increased staff resources so that employees can spend more time at each property and set up a monitoring system for gardens that includes before and after photographs and random inspections. You said you wanted us to provide plumbing and electrics to the washer space in properties as part of our Lettable Standard. We have improved our standard to include this and introduced a joint handover with our contractors to ensure our properties consistently meet the standard. You said it was difficult to get through to our HomeRepairs Team to report a repair. We have almost doubled the number of employees within that team. For more information on how to make a compliment or complaint contact the Leasehold Services Team on or visit getintouch 84

85 Getting involved The Gateshead Housing Company is committed to being a listening and learning organisation. To provide services that people want and to meet the needs of our diverse community, customers need to be at the heart of what we do. By getting involved you can influence decisions and make a real difference to housing in Gateshead. You can choose how to get involved, when and the type and level of involvement that suits you best. For information on how you can get involved call the Involvement Team on or visit involved 85

86 Further information Leasehold legislation The government recently introduced a new law that affects the way your building is managed and increases your rights as a leaseholder. The Commonhold and Leasehold Reform Act 2002 received royal assent on 1 May 2002, and is being introduced in stages. Overall, the purpose of the act is to provide more rights and power for leaseholders and the greater protection of their service charge money. The act covers changes to: Enfranchisement Leasehold Valuation Tribunals Consultation on service charges Notice of ground rent being due. Please contact the Leasehold Services Team on for more information. Freedom of Information Act You have a right to see or have a copy of most written information held by The Gateshead Housing Company. It should however be noted that some information does not have to be released and you may have to pay a fee to access it. If you would like to make a request for information please [email protected] For further information on the act call or log onto gov.uk Confidentiality statement The Gateshead Housing Company and its employees have to work within guidelines of the Data Protection Act These guidelines outline a set of rules for the sharing of information. 86

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88 How to contact us - housing offices Dunston - Dunston Activity Centre, Ellison Road, Dunston, Gateshead, NE11 9SS. Tel: Fax: Minicom: Text: (start text with ENQ). [email protected] Felling - Booth Street, Felling, Gateshead, NE10 9EW. Tel: Fax: Minicom: Text: (start text with ENQ). [email protected] Gateshead Civic Centre - Regent Street, Gateshead, NE8 1HH. Tel: Fax: Minicom: Text: (start text with ENQ). [email protected] Gateshead Birtley - 16 Durham Road, Birtley, DH3 1LE. Tel: Fax: Minicom: Text: (start text with ENQ). [email protected] Gateshead Blaydon - 5 Wesley Court, Blaydon, Gateshead, NE21 5BT. Tel: Fax: Minicom: Text: (start text with ENQ). [email protected] Gateshead Leam Lane Cotemede, Leam Lane, Gateshead, NE10 8QH. Tel: Fax: Minicom: Text: (start text with ENQ). [email protected] 88 Wrekenton High Street, Wrekenton, Gateshead, NE9 7JR. Tel: Fax: Minicom: Text: (start text with ENQ). [email protected]

89 Offices at Felling, Gateshead Civic Centre, Leam Lane and Wrekenton are open from: Monday am to 5pm Wednesday am to 3.45pm Friday am to 4.30pm. Tuesday am to 5pm Thursday am to 5pm Offices at Birtley, Blaydon and Dunston are open from: Monday - 9am to 5pm Wednesday - 9am to 3.45pm Friday - 9am to 4.30pm. Tuesday - 9am to 5pm Thursday - 9am to 5pm Please note: Cash counters open at 9am and close 30 minutes before the times above. Leasehold Services Team: Keelman House, Fifth Avenue Business Park, Fifth Avenue, Team Valley Trading Estate, Gateshead, NE11 0XA. Call: Fax: Text: (start text with ENQ). [email protected] Web: HomeRepairs: Open until 7pm weekdays, until 12 noon on Saturdays and 24 hours a day, seven days a week, for genuine emergencies. Call: Fax: Text: (start text with REPAIR). [email protected] Web: Calls to HomeRepairs are free from some landline and mobile tariffs. Costs may vary. Please contact your service provider for details. For more information log onto HomeChoice: Call: Fax: Text: (start text with CBL). [email protected] Web: 89

90 Other useful housing company contacts Rent advice: Birtley, Felling, Leam Lane, Low Fell, Old Fold, Springwell and Wrekenton Call: Fax: Text: (start text with RENT). Dunston, Sheriff Hill, Teams, town centre and Whickham Call: Fax: Text: (start text with RENT). Blaydon, Highfield and Ryton Call: Fax: Text: (start text with RENT). Former tenants Call: /5364. Fax: Text: (start text with RENT). Web: 90 Decent Homes Teams: Central and West Call: Fax: Text: (start text with FHM). South Call: Fax: Text: (start text with MORR). East and Inner West Call: Fax: Text: (start text with LES). Web:

91 Neighbourhood Nuisance Call: Fax: Text: (start text with ASB). Web: Involvement Team Call: Fax: Text: (start text with INVOLVE). Web: Using a Minicom or textphone? You can contact any of the company s offices or services by calling Our out-of-hours service can answer housing queries up to 7pm Monday to Friday or until 12 noon on Saturdays. Just call your housing office or these services and you will be connected to the advice and information team. Please note: For training and quality purposes, all calls to HomeChoice, HomeRepairs and out-of-hours are recorded and may be monitored, in order to assess and improve our services. Other useful contacts Bulky Waste collection service Call: Fax: [email protected] Citizens Advice Bureau: Call: Council Tax and Housing Benefit enquiries Call: [email protected] Gateshead Police Call:

92 Other languages A Gateshead Housing Company disponibiliza informações em impressão ampliada, suporte áudio e Braille. Também coloca à disposição intérpretes, através do serviço Language Line, e informação nas línguas faladas na comunidade para os clientes cuja primeira língua não é o Inglês. Se necessitar de ajuda na compreensão de alguma das nossas cartas, folhetos ou outras publicações, informe-se junto do Gabinete de Habitação ou telefone para os números ou Também pode enviar um para [email protected] ou usar o nosso website - Slovak Polish Czech Portuguese French Information is also available in large print, Braille and audio on You can also fax to , involve@ or text to

93 Turkish Kurdish sorani Farsi Urdu Language Line Chinese request. Call or for more information. gatesheadhousing.co.uk use a minicom to (start text with ENQ ). 93

94 OUR VISION To provide excellent homes and housing services. OUR MISSION STATEMENT To work in partnership with residents and the community to create homes and neighbourhoods that meet the aspirations of the people of Gateshead. OUR VALUES We will achieve this by: Being a listening and learning organisation Being honest, accountable and transparent Being motivated, trained, and committed Being customer focused, innovative and professional. Caring and respecting Embracing equality A commitment to all our employees. 94

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96 The Gateshead Housing Company was set up in January 2004 to be responsible for the day-to-day management and maintenance of council housing. Gateshead Council still owns the housing and remains the landlord. The services provided by The Gateshead Housing Company are excellent with excellent prospects for improvement, according to the Audit Commission. Chief Executive: Bill Fullen. Registered Office: The Gateshead Housing Company, Keelman House, Fifth Avenue Business Park, Fifth Avenue, Team Valley Trading Estate, Gateshead, NE11 0XA. Registered in England and Wales No Printed December To be reviewed March GHCL49 This publication is printed on Do your bit for recycling by passing this on to a neighbour when you have read it. Informação Informacje Informácie Bilgi Available in large print, Braille and audio.